Reservation and Instant Service Manager

Monitor the daily operations of reservations

• Control rooms inventory including allocation and reservations to areas of maximum yield and blackout dates

• Develop and conduct rooms based marketing activities

• Track sales programs, promotion, advertising and provide feedback as necessary to relevant departments

• Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting

• Monitor front office tracking of guest history data

• Create and maintain allotments

• Record and analyze guest questionnaires on a monthly basis

• Ensure accuracy of guest history and client profiles in Data Base

• Track market codes

• Load and maintain rates in IHG reservation system

• Maintain rate in Website

• Collate, maintain and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources

• Manage Hotel Bank and GDS close out/opening-up dates, if applicable

• Complete end of month sales report

• Prepare weekly sales strategy reports

• Ensure all Groups are contracted

• Conduct market research and analysis

• Monitor and evaluate contemporary sales and marketing initiatives and trends

• Monitor and evaluate economic, political and social issues/changes

• Report on competitor activity

• Chairs and conducts Sales Strategy meetings weekly or as directed by Regional Sales and Marketing Manager

• Participate in preparation of strategic plans for region

• Consider and comment on economic, political, social activity and trends which are likely to influence business outcomes

• Access and assess sales and marketing data

• Ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc.

• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.

• Act as central communications point during emergency/crisis situations by having thorough knowledge of emergency, safety and security procedures and having phone numbers of local fire, police, poison control, etc.

• Ensure all telephone equipment and accessories are in proper working order. Notify Engineering or appropriate service provider immediately of any malfunctioning equipment.

• To ensure courtesy call made and recorded thoroughly

• Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.

• To ensure the cleanness and basic operation of Business Center such as: update function on Meeting center screen, control stock, revenue and report of items on sale in Business center etc.

• To ensure the guest’s database to be sent to immigration police on daily basic as required.

• Works with superior on manpower planning and management needs

• Works with superior in the preparation and management of the Department’s budget